Quality Agent

Telemedik

13d•Onsite

About The Position

The Quality Agent offers active support to the supervisors. He/she should understand and communicate new policies and protocols, answer questions, coach agents. She/he provides immediate solutions for quality improvement initiatives throughout the organization.

Requirements

Bachelor degree in business administration, social sciences, or equivalent
Minimum of one year of experience in call centers’ scenarios
One year of experience as Customer Representative
Hands on experience with MS Word, Power Point, Excel, Call Copy, among others
Bilingual (English and Spanish)

Responsibilities

Identify and communicate any improvement needs to the Call Center Solutions and Operations Manager, regarding quality dimensions.
Monitor calls and perform agent evaluations using internal and external monitoring tools, discuss the results with the employees providing individualized coaching on a daily basis.
Design and distribute new reference materials and job aids among the Call Center agents.
Document extraordinary situations regarding the Call Center performance towards Quality Metrics and establish immediate correction plans with the Call Center Solutions and Operations Manager.
Analyze historical monitoring results for the Call Center, design and present Action Plans to achieve better quality indicators’ alignment with our clients’ expectation.
Participate in new agents On Boarding Process; facilitating trainings and coaching sessions, as required by Training and Development Unit.
Participate in internal and external meetings, as requested by the Call Center Solutions and Operations Manager.
Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
Notify any expose of Protected Health Information to the supervisor immediately.
Comply with medullar trainings and all procedures established by regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).